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= Bright Pattern Contact Center Software Documentation =  
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= Bright Pattern Contact Center Documentation =
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[https://www.brightpattern.com/omnichannel-contact-center/ Bright Pattern Contact Center software] helps brands create effortless customer experiences on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our reference guides and tutorials using the following drop-down buttons. ([[Ex_Main_Page | Previous main page]])
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Welcome to Bright Pattern!
 
  
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Bright Pattern helps brands create effortless customer experiences. Cloud-first and omnichannel by design, our software makes it easy to create continuous conversations with customers on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our tools for automation, reporting, quality management, and workforce management to help increase agent productivity and engagement.
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Also visit our [https://community.brightpattern.com/ Community] site, a place to share your experience and learn from fellow users!
  
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Get familiar with Bright Pattern omnichannel cloud contact center software and explore all features of our applications:
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<div class="flex-row row">
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* '''Agent Desktop''' for real-time customer interactions
 
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* '''Contact Center Administrator''' for contact center configuration
 
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* '''Service Provider''' for system management
 
  
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="far fa-newspaper"></i> What's New==
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* [[WhatsNew/Version5.30.0 |5.30 Manage Dialing Attempt Limits, Granular Timezone Control, Configurable SSO Logout URL]]
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* [[WhatsNew/Version5.29.0 |5.29 OneCloud UCaaS integration, Quick disposition buttons in case search]]
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* [[WhatsNew/Version5.28.0 |5.28 AI Agents, Whisper Transcription, and improved STT Services Management]]
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* [[WhatsNew/Version5.27.0 |5.27 Task Routing, MS Teams as a Service Channel, Merging contacts and more]]
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* [[WhatsNew/Version5.26.0 |5.26 E-mail escalations and XML support in Fetch URL]]
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</div>
  
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== How to Use Our Docs ==
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<div class="col-xs-12 col-md-6 col-lg-4">
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Bright Pattern documentation is designed to help you understand applications based on both the product version and your role (i.e., partner, system administrator, supervisor, agent).
 
  
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You can use the Search box to find specific topics, or click the following links to browse docs according to your contact center role. When searching or browsing, it is important to know which software version you are using, as the features included in each version may differ.
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==<i class="fa fa-headphones"></i> Agents==
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*[[latest:Agent-guide/Setup/LoggingIn | Logging In ]]
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*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Helper application, softphone installation ]]
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*[[latest:Agent-guide/Setup/PhoneDevice | Phone device selection ]]
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*[[latest:Agent-guide/Tutorials/Calls/HowtoAnsweranIncomingCall | Answering a call ]]
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*[[latest:Agent-guide/Work/CasesEmail/MyCasesInterface | Handling email and cases]]
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*[[latest:Agent-guide/Help/ErrorMessages | Error Messages ]]
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*Omni QM:[[latest:QM/Agents/HowtoAcceptorRejectanEvaluation | Accept/reject evals]],[[latest:QM/Agents/HowtoViewandUnderstandYourQualityScore | your score]]
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*[[latest:Agent-guide/Tutorials/Overview | Tutorials ]]
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*[[latest:Agent-guide/Welcome | more]] [[latest:Agent-guide/Welcome/ja | 日本語]]
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</div>
  
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There are two major versions of Bright Pattern Contact Center: '''3''' and '''5'''. The latest version of Bright Pattern Contact Center is version '''5.2.1'''. For users of version 3 software, the latest version is '''3.16.2'''.
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-binoculars"></i> Supervisors==
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* [[latest:Supervisor-guide/ServicesDashboard | Services dashboard]]
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* [[latest:Supervisor-guide/CallMonitoring,CoachingandBarge-in | Coaching and barge-in]]
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* [[latest:Supervisor-guide/GeneralInformationAboutCampaignOperation | Campaign operation, intro]]
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* [[latest:Supervisor-guide/AgentMetricsView | Agent metrics]]
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* [[latest:Supervisor-guide/ListofServiceMetrics | Service metrics]]
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* [[latest:Supervisor-guide/SupervisorTutorials | Tutorials]]
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* [[latest:Supervisor-guide/WorkingasaSupervisor | more]] [[latest:Supervisor-guide/WorkingasaSupervisor/ja | 日本語]]
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</div>
  
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[[Previous_Versions|See all documentation for versions 3.8 through 5.2.]]
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</div> <!--row-->
  
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=== Partners ===
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<br/>
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Bright Pattern partners may access special docs related to system installation, configuration, and service management.
 
  
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[[5.0:documentation/PartnerDocs|Version 5 Partner Docs]] are available upon login to this documentation platform. Partners can log in using the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of this page.
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<div class="flex-row row"><div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-play-circle"></i> Getting Started ==
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*[[latest:Agent-guide/Setup/AgentDesktopHelperApplication | Agent Helper Application, softphone install ]]
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*[[latest:Contact-center-administrator-guide/Tutorials/ConfigurationQuickStart | Admin: Config quick start]]
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*[[latest:MobileAppGuide/Setup/Configuration | Setting up mobile app]]
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*[[latest:Tutorials | Tutorials / howtos]]
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*[[Running Contact Center Software Using Docker|Running contact center software in Docker]]
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</div>
  
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[[3.16:documentation/PartnerDocs|Version 3 Partner Docs]] are available on the Partner Portal.
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<div class="col-xs-12 col-md-6 col-lg-4">
  
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=== Administrators ===
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==<i class="fa fa-cog"></i> Administrators==  
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Admins responsible for the configuration and management of their contact center should reference:
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* [[latest:Contact-center-administrator-guide/UsersandTeams/Overview | Users, teams and skills]]
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* Routing: [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Calls and chats]], [[latest:Contact-center-administrator-guide/CallCenterConfiguration/Omni-ChannelRouting | Omnichannel]], [[latest:Tutorials-for-admins/Email/Routing | Email]]
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* [[latest:Tutorials-for-admins/Chat/HowtoConfigureWebChat | Configuring web chat]] [[latest:Tutorials-for-admins/Chat/HowtoUsetheChatWidgetHTMLSnippet | (+setting up chat widget)]] [[latest:Tutorials-for-admins/AI/HowtoIntegrateBotswithChat | (+bots)]]
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* [[latest:Form-builder-reference-guide/HowtoConfigureActivityForms | Configuring agent activity forms]]
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* [[latest:Contact-center-administrator-guide/CallCenterConfiguration/GeneralSettings | General settings]]
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* [[latest:Tutorials-for-admins/Integrations/MicrosoftAzureAD | Setting up Azure SSO]]
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* [[latest:Virtual-queue-tutorial/Overview | Setting up virtual queue]]
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* [[latest:Tutorials-for-admins/Overview | Tutorials]]
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* [[latest:Contact-center-administrator-guide/Introduction | more]] [[latest:MobileAppGuide/Welcome | (+mobile)]]
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</div>
  
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[[3.16:documentation/SystemAdministratorDocs|Version 3 Admin Docs]]
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-wrench"></i> Service Development ==
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* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Variables|Scenario Variables]] [[latest:Workflow-builder-reference-guide/Variables | (+workflow vars)]]
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* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FindAgent | Find Agent block]]
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* [[latest:Scenario-builder-reference-guide/ScenarioBlocks/FetchURL | Fetch URL block for web integrations]]
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* [[latest:Scenario-builder-reference-guide/AboutScenarioBlocks|Scenario blocks]] [[latest:Workflow-builder-reference-guide/AWSLambda| (+workflow blocks)]]
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* [[latest:Scenario-builder-reference-guide/Exercises/ConversationalIVRScenario | Conversational IVR howto]]
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* [[latest:Scenario-builder-reference-guide/Exercises/Overview | Exercises]]
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* [[latest:Scenario-builder-reference-guide/Reference/VariablesandExpressions/Built-inFunctions | Built-in functions in scenarios]]
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* [[latest:Scenario-builder-reference-guide/ScenarioBuilderOverview | more]] [[latest:Workflow-builder-reference-guide/WorkflowBuilderOverview | (+about workflow)]]
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</div>
  
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[[5.0:documentation/SystemAdministratorDocs|Version 5 Admin Docs]]
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</div><!-- End of row 2-->
  
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=== Supervisors ===
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Users who are assigned to supervise teams will find the following resources helpful:
 
  
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[[3.16:documentation/SupervisorDocs|Version 3 Supervisor Docs]]
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<div style="background-color: #f4f4f4; padding: 10px">
  
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[[5.0:documentation/SupervisorDocs|Version 5 Supervisor Docs]]
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<div class="flex-row row">
  
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=== Agents ===
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<div class="col-xs-12 col-md-6 col-lg-4">
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Contact center agents can discover the tools available on our unified Agent Desktop:
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==<i class="fa fa-filter"></i> Reporting==  
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* [[latest:Reporting-reference-guide/AllMetrics | All real-time metrics]]
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* [[latest:Reporting-reference-guide/CallDetailReport | Call Detail report]] [[latest:Reporting-database-specification/call_detail | (+table reference)]]
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* [[latest:Reporting-reference-guide/GeneralInformationAboutAccesstoReportsandRecords | All reports ]] [[latest:Reporting-database-specification/Purpose | (+ all tables reference)]]
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* [[latest:Custom-reporting-tutorial/ImportingandModifyingReportTemplates | Modfiying report templates]] [[latest:Reporting-reference-guide/ReportGeneration#How_to_Customize_Reports|(+simple customization)]]
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* [[latest:Custom-reporting-tutorial/Overview | SQL Query >> to .CSV file]]
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* [[latest:Reporting-reference-guide/InteractionRecordsSearch | Interaction search]]
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* [[latest:Supervisor-guide/Wallboard | Real-time wallboard ]]
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* [[latest:Contact-center-administrator-guide/UsersandTeams/Teams#Dashboard_tab | Agent top bar dashboard ]] [[latest:Contact-center-administrator-guide/UsersandTeams/AgentDashboardMetrics | (+dashboard metrics)]]
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</div>
  
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[[3.16:documentation/AgentDocs|Version 3 Agent Docs]]
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-graduation-cap"></i> Outbound Dialing and Messaging ==
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* [[latest:Tutorials-for-admins/HowtoConfigureOutboundCampaigns| How to set up]]
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-General | General settings]]
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-DialRules | Dial rules]]
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-CallingHours | Calling hours]]
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* [[latest:Tutorials-for-admins/Lists/Overview | List management ]] [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest (+API)]
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* [[latest:Tutorials-for-admins/Services/OutboundMessagingCampaign/Overview|Outbound messaging campaigns]]
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* [[latest:Supervisor-guide/Tutorials/Campaigns/Overview | Campaign operator console]]
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* [[latest:Contact-center-administrator-guide/ServicesandCampaigns/Outbound-Diagnostics | Diagnostics]]
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</div>
  
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[[5.0:documentation/AgentDocs|Version 5 Agent Docs]]
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-star"></i> Omni Quality Management ==
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* [[latest:QM/Admins/HowtoCreateandConfigureaNewEvaluationForm | Form definition]]
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* [[latest:QM/EvalHome/Search | Search presets for evaluation selections]]
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* [[latest:QM/EvalConsole/ConductingEvaluations | Evaluating interactions]]
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* [[latest:QM/Admins/HowtoConductCalibrations | Calibrations]]
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* [[latest:Reporting-database-specification/evaluation_results | Evaluation results]]
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* [[latest:QM/Admins/HowtoConfigureTrainingClassesandSupervisorinCharge | Training class and supervisor report dimensions]]
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* [[latest:QM/Admins/OmniQMforAdmins | more]]
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</div>
  
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== Questions? ==
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We're happy to help with any questions you might have! Search our documentation, contact [https://www.brightpattern.com/contact-center-support|Customer Success Management], or connect with us via the [https://www.brightpattern.com/bright-pattern-company/contacts|Contact Us] page. You can also post comments to documentation articles.
 
  
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<div class="flex-row row">
  
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-flask"></i> API Reference ==
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* [[latest:Embedded-agent-desktop-sdk-specification/Purpose | Embedded Agent Desktop JS API - (+demo)]]
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* [[latest:AgentDesktop-client-side-javascript-api-specification/APIMethods | New Widget Client-Side JS API]] - [https://help.brightpattern.com/crm-client-example/ (+demo)]
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* [[latest:Desktop-javascript-api-specification/Purpose | Simple JS API for screen-popped pages]]
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* [[latest:Simplified-desktop-net-api-specification/Purpose | Simple .NET API]] [[latest:Desktop-integration-api-net-version-tutorial/GeneralInformation | (+full)]]
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* [https://documenter.getpostman.com/view/6735878/T1DtdFDu?version=latest List API 2.0]
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* [https://documenter.getpostman.com/view/8336025/2sA3Qy5U4z List API 3.0]
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* [https://documenter.getpostman.com/view/6711197/S1EUtb1f Interaction Content (Recordings)]
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* [[latest:Api|more]]
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</div>
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<div class="col-xs-12 col-md-6 col-lg-4">
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==<i class="fa fa-plug"></i> Integrations==
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* CRM Integrations:
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** [[latest:Sfdc-integration-guide/IntegrationScope | Salesforce.com]]
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** [[latest:Microsoft-dynamics-365-integration-guide/Introduction/About | MS Dynamics 365]]
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** [[latest:Crm-integrations | more]]
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* [[latest:Messenger-integrations | Digital messengers ]]
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* [[latest:Contact-center-administrator-guide/ApplicationNotes/MicrosoftTeamsIntegrationConfiguration/Overview | Microsoft Teams]]
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* [[latest:ActiveDirectoryPasswordReset/Overview | Active Directory password reset]]
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* [[latest:More-integrations | more]]
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</div>
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<div class="col-xs-12 col-md-6 col-lg-4">
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==</i><i class="fa fa-life-ring"></i> Support and FAQ==
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* [[latest:Faq/AboutFAQ | Frequently Asked Questions]]
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* [https://www.brightpattern.com/contact-bright-pattern/ Contact Bright Pattern]
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* [https://www.brightpattern.com/contact-center-support/ Bright Pattern Support]
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</div>
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=== Looking for Partner Docs? ===
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Bright Pattern Contact Center [[Latest:Documentation/PartnerDocs |  Hosting Partner Docs and Downloads Version 5.x]] are available for hosting partners and on-premises/private cloud customers learning about system installation, configuration, and service management. Please sign in to view (see the User button [[File:Helpsite-Login-52.PNG|26px]] at the top of the page).

Latest revision as of 18:34, 27 February 2025

Bright Pattern Contact Center Software Documentation

Bright Pattern Contact Center software helps brands create effortless customer experiences on voice, email, chat, video, SMS, and social messengers with integrated AI and bots. Explore our reference guides and tutorials using the following drop-down buttons. ( Previous main page)

Also visit our Community site, a place to share your experience and learn from fellow users!

What's New

Agents

Supervisors


Getting Started

Administrators

Service Development


Reporting

Outbound Dialing and Messaging

Omni Quality Management


API Reference

Integrations

Support and FAQ

Looking for Partner Docs?

Bright Pattern Contact Center Hosting Partner Docs and Downloads Version 5.x are available for hosting partners and on-premises/private cloud customers learning about system installation, configuration, and service management. Please sign in to view (see the User button Helpsite-Login-52.PNG at the top of the page).

Retrieved from "https://help.brightpattern.com/index.php?title=Main_Page&oldid=161709"